Frost & Sullivan Recognises Teleperformance for its Dominance in the EMEA Contact Centre Outsourcing Market

LONDON — Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan recognises Teleperformance with the 2009 EMEA Award for Market Leadership. Through its strong product portfolio, large global customer installed base, excellent financial management and ability to leverage its core strengths, the company has the largest geographic footprint in the industry.

The Teleperformance Group operates nearly 82,000 computerised workstations, with more than 100,000 employees (full-time equivalents) across 249 contact centres in 47 countries and conducts programmes in more than 66 different languages and dialects on behalf of major international companies operating in various industries. By far, it offers a comprehensive, broad range of global contact centre solutions that include contact centre services (CCS), accounts receivable management (ARM) services, business process outsourcing (BPO) and various delivery models.

Teleperformance has shown both growth and profitability in a tough economic climate, with net profits rising by 18.9 per cent to reach euro 116.4 million ($147.7 million) in 2008, and operating profit up by 12 percent at euro 177.9 million.

The company’s business activity in Europe remained solid throughout 2008 and was particularly strong in Southern Europe and in the United Kingdom. Growth in Europe was about 14 percent year-over-year. In 2008, Teleperformance was the only company among Tier 1 outsourcing companies to combine strong sales growth with high and improving profitability.

"With 55 per cent of its revenues generated in Europe, 39 per cent in NAFTA regions and 6 per cent in the rest of the world, Teleperformance has a much more diversified mix than any of its competitors," says Frost & Sullivan Strategic Analyst Michael DeSalles. "To its credit, roughly 60 per cent of Teleperformance’s revenues are derived from customers operating in less cyclical industries, such as telecoms, internet and public services."

The Group said in a statement on March 11, 2009 that it would propose the payment of a euro 0.44 per share dividend at its annual shareholders’ meeting in May 2009. Acquisition and merger activity has further expanded the company’s portfolio. In December 2008, Teleperformance announced the acquisition in cash of 100 per cent of The Answer Group, a large provider of high level technical support to the U.S. market.

For this consistent growth and the resulting dominance in the EMEA contact centre outsourcing market, Teleperformance is the deserving recipient of the 2009 EMEA Frost & Sullivan Award for Market Leadership in this sector. Each year, Frost & Sullivan presents this award to the company that has exhibited market share leadership through the implementation of market strategy.

The award lauds excellence in all areas of the market leadership process, including the identification of market challenges, drivers and restraints, as well as strategy development and methods of addressing these market dynamics. Furthermore, it recognizes the recipient’s continual monitoring of market changes and timely response through superior market strategies. By utilising these strategies for success, the company has established itself as the market share leader in its respective industry.

Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

About Teleperformance
Teleperformance (NYSE Euronext Paris: FR 0000051807), the world’s leading provider of outsourced CRM and contact centre services, has been serving companies around the world rolling out customer acquisition, customer care, technical support and debt collection programmes on their behalf. In 2008, the Teleperformance Group achieved euro 1.784 billion revenues (US$2.6 billion – average exchange rate at December 31, 2008: euro 1 = US$1.46).

The Group operates about 82,000 computerized workstations, with more than 100,000 employees (Full-Time Equivalents) across 249 contact centers in 47 countries and conducts programmes in more than 66 different languages and dialects on behalf of major international companies operating in various industries.

For more information, visit http://www.teleperformance.com.

About Frost & Sullivan
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